You were recently promoted to be the managing director in charge of Fitzpatrick Funeral & Cremation Care. Congratulations!

Your first task was to hire a funeral director to replace you, as you were moving to the Big Office. It has been one month since you hired Tanya Van Beck. Tanya came with great experience and her references all gave her glowing reviews. She has just finished up her new hire training and the first surveys coming in have been very satisfactory.

Things are going pretty good for you until the bereaved family of Molly McMitchell comes in and wants to speak to you immediately. They met with their funeral director Tanya yesterday, but now they are incredibly ticked off. Helen McMitchell, the great-niece, shoves her iPad in your face while screaming, "I went to search for Tanya online to give your funeral home a five-star review, and this shows up! I thought this was a family-run business? My great aunt was very devout in her faith... Look at who you have writing an obituary for her!"

You see on her phone that she has pulled up the Instagram feed of Tanya Van Beck:

  

"We want you to fire her immediately or we will take Aunt Molly to Braatzville & Sons!" Helen bursts into tears at the thought of having to take her beloved aunt to Braatzville & Sons, which only has 3 out of 5 stars on Yelp.

Part 1: My Response as a Manager

Respond to the scenario above, where you are the manager of this firm; making sure to address the following:

• What would you do? Describe what steps you would take.
• What will you say to the family? How do you appease this client you are serving?
• What do you say to the employee? Is her social media presence a problem?
• Is this a firable offense? Why or why not?

Part 2: My Advice to Tanya

Now, imagine that you are not the manager of the funeral home, but a friend of Tanya Van Beck. You see Tanya's Instagram feed pop up on your phone, and know that she is a funeral director. After having learned the lessons you did in this module, address the following:

• How do you believe she is being perceived?
• What would you recommend that Tanya change or add to her social media presence? What advice do you have for improvement (if needed)?
• What plans can you incorporate in your own social media presence, from your advice to Tanya or the advice your peers have shared?

 

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